this post was submitted on 25 Dec 2023
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Technology
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But on the other side, existing customers don't use much support, once everything is set and working, it's all profit for them.
Kicking out customers equals to giving up money. I don't think many of them would start paying double (from $3 per user to $5 per user) or more (you gonna pay for 20 users even if you have 10) instead of just renting a VPS and do it for free
I can assure you existing customers(non business) do still use a disproportionate amount of support. Things like feature requests, lost passwords, new user on boarding, any time anything doesn't work as the user expects, etc
As for the finances here sure it gives up some income but will also free up a lot of time for someone who is currently doing support so they could focus on other things
Surely, password stuff is automated no?
I disagree, they could reply with automated canned responses if don't have resources for support
"Suggest new feature" => "thanks we will consider" => trash it
"Help I'm locked out" => "use this self reset tool or cancel your account"
"I need to add a new user" => "sure, read the documentation"
There are many other paid services without any kind of support in the entry level plan, could have done that. For example the $24/year plan for photoprism doesn't come with support